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(e)Merge - Helping medical practices grow


(e)Merging Practice Growth Trends:

  August Update


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emergehr3.gifSharing Experiences:  Why Negatives Are More Exposed Than Positives

"Make a customer happy and he will tell ten people, but make him unhappy and he will tell it to one hundred people."

You've heard this one before; haven't you?  To get a grasp of how business and reputation are truly affected by negative experiences, we must first understand what a bad experience means to us, as humans.  So, let's think about what this really means and not even how it pertains to business, but life... in general. 

As individuals, we love to speak about ourselves and the stories we've acquired over the years.  Even those considered to be introverted have a desire to express their feelings and emotions from time to time.  Interaction, communication and expression are considered part of everyone's general needs; specifically their emotional needs.  So, why are we much more inept to share our negative feelings towards a situation or person than our positive?  I'll leave this one up to the experts to explain...  In a study conducted by the University of Texas it was concluded, "Discovering a shared negative attitude about a target person predicted liking for a stranger more strongly than discovering a shared positive attitude."  Instinctually, we feel closer to those we are able to share negative feelings with than positive. 

With the increased level of communication between brands and consumers; a sense of loyalty and connection is felt by customers engaging a brand online via multiple social media channels.  When a customer undergoes a negative experience with this organization, not only is there a sense of disappointment, but often consumers note feeling betrayed.  Due to this extreme sense of dissatisfaction, customers are especially eager to share their negative feelings with others.  As people, we are also more likely to relate to others sharing negative information; the human instinct of empathy encourages others to share their negatives experiences in response to someone else's to perceive a sense of understanding.

Knowing all of this, what can we do to react and respond to negative feedback?  If possible, the best step to take is to acknowledge the situation and address it in a corrective manner.  Once a customer has had a negative experience, the best action to take is to simply listen to their complaints and quickly offer a solution.  During our customer training sessions, we like to direct employees to offer a solution and then ask if the resolution will meet their needs.  By simply asking if the solution is satisfactory, you have regained the upper hand on the discrepancy.  Most complaints are published via the internet; rarely do customers directly address their negative feelings while face to face; constant monitoring will allow an organization to catch negative remarks and respond appropriately in a timely manner. 

Negative feedback and unsatisfactory experiences are bound to occur; customers do not all share the same values and expectations, so as professionals we must place extra effort into assessing the customer personality at hand and gathering an idea of what their expectations are.  If we treat all customers identically, we are bound to miss the mark on consumer expectations.  Training staff to recognize personality types and the necessary steps to adjusting to each of these types of persons will allow your organization to increase patient experience and build upon consumer relationships.


July's Highlights:

As summer wraps up, we are savoring those last weeks of long days, sunny skies and relaxing vacations.  Around the (e)merge office, we have been taking advantage of our time together before the rigorous conference season begins.  With a lighter travel load, we have been able to explore new areas and form relationships with many organizations right here in the Kansas City area.  Helping healthcare organizations close to home has made these last few months incredibly rewarding.  Seeing in real time how the healthcare market in our town is evolving and assisting our local clients in their times of growth and development have been extremely encouraging.  We are looking forward to continuing our work with these clients and meeting many new faces as we hit the road for conference season!


                                   Put it into Practice!

Lack of communication in the workplace causes problems such as frustration, misunderstandings, poor performance, and employee turnover.  Here are six tips on improving your communication skills between manager and staff.

Be Clear and Concise:  Everyone in the organization is busy and does not want to take the time to sift through meaningless words to uncover what you really want them to do.

Be Aware of Your Body Language:  Body language includes facial expressions, posture, eye movement, and your position in relation to the person with whom you are speaking.

Observe Others:  Every office has a specific flow and way of conducting business, if you are new to the organization, observe this pattern before interjecting. 

Don't Overreact:  Being put on the spot is always an uncomfortable situation; take your time to consider your response.  It is okay to say "Let me think about that and I will get back with you." Once you have thought out your response, you will be able to communicate more effectively.

Listen:  Too many times, we get caught up in trying to get our point across that we hear what the other person is saying but we don't listen to what they are saying. Make sure you listen to your manager and coworkers, not just hear them.

Be Personal:  Communication doesn't have to be cold and matter-of-fact. Get to know the people you work with and let them know that you care about them as individuals.


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How does your Practice Measure Up?

With our exhaustive 130 point mystery shopping review, you'll know the answer. Give us a call or email Jamie today to discuss how our mystery shopping services can ensure practice growth in 2012!


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What's (e)Merge?

(e)Merge is a medical practice growth consulting firm specializing in providing innovative, patient-centric marketing initiatives and medical mystery shopping services that enhance patient experiences to increase referrals.  Our programs are designed to strategically achieve sustained patient volume growth for medical practices and health organizations.


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